Summary of "Diagrama de Ishikawa: o que é? Como funciona o Diagrama de Ishikawa?"
Summary of the Video: Diagrama de Ishikawa: o que é? Como funciona o Diagrama de Ishikawa?
The video explains the Ishikawa Diagram, also known as the Fishbone Diagram, which is a tool for identifying the root causes of problems in various contexts, including personal, professional, and organizational challenges. The main focus is on addressing the underlying issues rather than just the symptoms to achieve lasting solutions.
Main Ideas and Concepts:
- Problem-Solving Approach: The best way to solve a problem is to address its root causes.
- Ishikawa Diagram Origin: Developed by Professor Kaoru Ishikawa at the University of Tokyo, the diagram helps visualize the causes of a problem.
- Structure of the Diagram:
- A horizontal line represents the main problem (undesirable effect).
- Six categories of causes, known as the "6 Ms":
- Machine
- Labor
- Raw Material
- Method
- Measurement
- Environment
- For service-oriented businesses, these can be adapted to five categories:
- Equipment
- Procedures
- Policies
- People
- Environment
- Investigative Technique: To find the root cause, ask "why" four or five times until the original cause is identified.
- Analysis and Solution: Once probable causes are identified, analyze them in depth to find solutions that address these root causes.
Example Provided:
- Problem: Delays in customer service.
- Causes Identified:
- Machine Category: Computers freezing, causing delays.
- Labor Category: Newly hired employees taking longer due to lack of training.
- Root Causes:
- Lack of training for new staff.
- Old and obsolete computers needing replacement.
- Resolution: Correcting the root causes led to improved service efficiency.
Methodology/Instructions:
- Identify the main problem and draw the Ishikawa Diagram.
- Categorize potential causes using the appropriate categories (6 Ms or adapted categories for services).
- Investigate each category by asking "why" multiple times to uncover root causes.
- Select the most likely causes for further analysis.
- Develop and implement solutions to address these root causes.
Speakers/Sources Featured:
The video is presented by Instituto Montanari.
Category
Educational
